Total quality management and the service industry.

Cheng, L. (1995) Total quality management and the service industry. The University of Queensland:

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LINDA_YU_FONG_CHENG.pdf Full text application/pdf 2.02MB 118
Author Cheng, L.
Title of report Total quality management and the service industry.
Publication date 1995
Place of publication The University of Queensland
Total pages 39
Language eng
Subjects 1503 Business and Management
Formatted abstract
For a successful organisation to be able to maintain its leadership position or even able to survive, it is important for management to pay attention to the increasing importance of quality management. This report draws CEO's attention to the importance of quality service to customers. It gives a clear definition of quality and provides a guideline for CEO to the various strategies to implement quality improvement program with significant requirements and useful method and tools, in order to reach customers' expectation.

Total Quality Management is a management philosophy that strives to make the best use of all available resources and opportunities by constant improvement. It is the key business improvement strategy and the key management issue of the future for achieving efficiency and competitiveness.

The requirements for quality include: conformance, prevention and the cost of quality, excellence: the Zero Philosophy, measurement, and responsibility. In addition, customer surveys, self assessment surveys and establishing performance criteria are the useful method to assess customer satisfaction and company performance. Furthermore, tools like trend charts, variation, control charts for variables and attributes, capability studies, methodology for right process or product, efficiency and problem solving are useful to identify the improvement areas.

During the process of implementing the quality improvement program, it is worthwhile to take the twelve principles into accounts to ensure successful implementation stage.

Document type: Research Report
Collection: MBA reports
Citation counts: Google Scholar Search Google Scholar
Created: Fri, 10 Dec 2010, 12:26:43 EST by Muhammad Noman Ali on behalf of The University of Queensland Library